Job postings for customer service in the U.S. have dropped about 10% below pre-pandemic levels, according to Indeed Hiring Lab data.

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It’s no wonder that customer service roles are known for burnout and high turnover—a trend that has only increased during the Great Resignation. But it doesn’t have to be this way. By investing in the ...

Bye bye, humans in customer service? One out of every two of you? Yes, if a Forrester prediction comes true in four years. Researchers predict that by 2030, 49% of current customer service jobs will ...

Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...

Another day, another report that finds customer service representatives and contact center agents will lose jobs to artificial intelligence. This time the researchers come directly from one of the ...

Customer service is at the heart of any major organization, and it is key to building human, trusted connections between brand and consumer. At Bloomberg, our Customer Support (BCS) team is essential ...

While there is widespread speculation that AI will drastically reduce customer service headcount, currently only 20% of leaders have reduced agent staffing due to AI, according to a survey by Gartner, ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

For professionals looking to advance into high-paying roles, showcasing customer service skills on a resume is essential. In competitive fields, the ability to communicate effectively, resolve ...